Professional communication for IT employees with customer contact

Personal impact on the phone and when providing assistance in the workplace

• Becoming aware of your own IT terminology.
• Explaining complex IT solutions so that everyone understands them.
• Analyzing and solving problems in service issues in understandable language, even under time pressure.

Communication basics

• The basics of successful customer communication.
• Introduction to paraverbal communication.
• Recognize factual and relationship level.
• Becoming aware of your own communication style.
• Self-perception and perception of others.

Techniques and strategies for successful conversations

• Telephone call guide - the five phases of telephone calls for IT customer service.
• He who asks, leads: Asking the right questions.
• Learning to listen: The technique of active listening.
• Introduction to the principles of paraverbal and verbal communication.

Customer-oriented discussions

• The start: Create a good atmosphere in the service conversation.
• Recognize customers' wishes and goals.
• From confrontation to cooperation.
• Learning to understand and speak the language of the customer.

Mastering special topics of conversation

• Managing conversations in difficult situations.
• Dealing with stress on the phone.
• Dealing with misunderstandings, resistance and conflicts.
• End conversations on a positive note.